Privacy Policy

1. Who is responsible

KnownPet is responsible for the personal information it collects to provide this service and, where applicable, acts as its data controller. Contact support@knownpet.com for privacy questions, requests, or information about our providers. Creem separately handles purchase and payment information as merchant of record under its own privacy policy.

2. Information we handle

Information comes from you, your browser, sign-in providers, and providers delivering the features you use. Do not include passwords, full payment-card numbers, government identification, or unnecessary personal information about yourself or others in a conversation.

• Account information. Email, account identifiers, and the name or profile image made available by your chosen sign-in provider, such as Google. We do not receive your Google password.
• Pet and household information. Messages, pet details, household circumstances, preferences, care observations, training progress, product experiences, diary entries, reports, and information saved or inferred as memory. Pet information can be personal information when linked to you.
• Photos and voice. Images you upload, file information, and audio you submit for transcription. Transcribed text may become part of your conversation.
• Search and location. Queries and the city, postcode, approximate location, or other place you provide to find services. Device location or microphone access requires browser permission.
• Billing and technical information. Subscription status, customer and transaction references, billing events, usage totals, browser/device details, timestamps, network information, and error or security diagnostics. Creem and its payment providers handle card details; KnownPet does not store full card numbers.

3. Why we use it

We use information to answer questions, personalize and maintain pet records, recall relevant context, produce reports, perform requested searches, authenticate you, synchronize account data, provide paid access, and respond to support requests. Limited technical and usage information helps maintain reliability, prevent abuse, measure product use, and resolve billing or legal issues.

Where law requires a legal basis, we rely on performance of our contract for requested services; legitimate interests for proportionate security, reliability, and product improvement; consent for optional activities where required; and legal obligations for required records or disclosures. You can decline optional information, but the related feature may not work. We do not use AI to make decisions about people with legal or similarly significant effects.

4. AI, memory, and your choices

Your question, relevant pet and household context, recent conversation, and relevant memories or summaries may be sent to an AI provider to generate a response. Images or audio are sent when you use those features. AI can infer or summarize facts incorrectly; review and correct important information instead of treating a saved memory as verified.

Turning off memory stops future memory use or saving as described by the control. It does not automatically erase existing records or prevent the current question from being processed by AI. Use deletion controls or contact us to remove stored information. KnownPet does not train its own foundation models on private conversations or sell those conversations. AI providers process requests under their applicable terms; we do not promise that every provider has zero retention.

5. Providers and disclosures

We disclose relevant information to providers as needed for the service you use. Our stack includes Supabase for authentication, databases, and private file storage; Vercel for hosting and web analytics; Sentry for error monitoring; configured AI services, including DeepSeek and Alibaba Cloud model services, for generation, image understanding, or transcription; Tavily for current-information searches; and Google Maps/Places or food-data services such as Open Food Facts for relevant lookups. A search provider receives the query and any location or context included in it, not automatic access to your entire diary.

Creem receives information needed to sell and bill for memberships and sends KnownPet references and status events needed to provide access. Retailers and pet-service providers have their own policies when you visit their sites. We do not send private conversations to them as sales leads. We do not sell personal information or share it for cross-context behavioral advertising.

We may disclose information when legally required, to address fraud or a genuine safety/security issue, or in a business transfer subject to applicable safeguards and notice. Authorized support personnel may access records when necessary to investigate an issue or fulfill your request; this is not routine veterinary review of conversations.

6. Browser storage and analytics

We use cookies or similar storage for sign-in and preferences. Journey progress and some pet records are stored in your browser. Hosting analytics and error diagnostics help us understand use and failures; we do not use advertising cookies to target you across other websites. The usage ledger uses an account identifier or a keyed one-way hash of a guest network address, rather than a raw IP. Hosting and security systems may still process IP addresses to deliver and protect requests.

Manage permissions, cookies, and local storage in your browser. Blocking essential storage may prevent sign-in or saving. Clearing browser data can permanently remove local-only records and does not, by itself, erase cloud records or cancel a subscription.

7. How long information is kept

Retention depends on the record and feature. We do not promise that every record is automatically removed after one fixed number of days. These periods and deletion criteria apply:

• Local-only records: remain in that browser until you delete them, clear its storage, or the browser removes them. They have no scheduled expiry and may be lost when changing or resetting devices.
• Account, conversation, and memory records: remain for the life of your account or until you delete the relevant information or request deletion. Ending membership does not delete saved records. Disabling memory is not a deletion request.
• Uploaded photos: remain in private storage until removed. Deleting a local preview may not remove the uploaded copy. Contact us with the related account, conversation, or upload details to request removal.
• Voice recordings: are processed for the transcription request; KnownPet does not maintain a separate audio library after processing. Saved transcripts follow the conversation retention rule. The transcription provider may keep service records under its own terms.
• Support and operational records: are kept while a request, account, billing reconciliation, or security issue requires them. If a fixed end date is not possible, we use closure of the issue, the relevant account or subscription period, and applicable legal claim or recordkeeping requirements to decide when to delete or de-identify them. Provider-hosted logs and recovery copies also follow that provider’s configured retention cycle.
• Deletion requests: we aim to complete verified requests for information under our control within 30 days. If law allows or requires more time, we explain why and the expected timeframe. Limited payment, dispute, security, or legal records may be retained for the applicable obligation; we explain exceptions preventing deletion. Creem may retain its own transaction records after your KnownPet account is deleted.

8. Stories you choose to share

Your private diary is not automatically public. A story link or shared/downloaded card makes selected content available to its recipients. An unlisted link is not a private, authenticated record: anyone with it can view or forward it. A story can be encoded in the link itself, so deleting the original diary entry does not revoke an already shared link. We cannot erase copies others downloaded, forwarded, or saved. Check names, locations, and images of people before sharing.

9. Security and international processing

We use access controls, authenticated account access, private storage where configured, and encryption in transit. No internet service guarantees absolute security. Keep your sign-in account secure and report suspected unauthorized access to support@knownpet.com.

KnownPet and its providers may process information outside your country, including in the United States and China, where privacy laws may differ. Where applicable law requires a transfer mechanism or safeguards, those requirements apply to our processing and provider arrangements. Contact us for information about providers used for your request and applicable safeguards. This policy does not waive your rights or treat use of the site as consent to every international transfer.

10. Your privacy rights

Use available profile, memory, export, and deletion controls for the records they identify. For account deletion, an upload, records outside those controls, or a problem using them, email support@knownpet.com. We may request proportionate information to verify ownership; never send passwords or card details. Anonymous records may require the original browser, conversation, or upload reference to locate them.

Depending on where you live and applicable law, you may request access, correction, deletion, portability, or restriction; withdraw consent for future processing; and complain to your local data-protection authority. Where applicable, you also have the right to object to processing based on legitimate interests, including profiling, and to direct marketing. Withdrawal does not make earlier lawful processing unlawful.

Residents covered by applicable US state privacy laws may also ask about data categories and disclosures, use an authorized agent where permitted, and appeal a refused request by replying with ‘Privacy appeal’. We will not discriminate against you for exercising a right. We respond within the applicable legal deadline and explain any lawful refusal or extension.

11. Children and policy changes

KnownPet is intended for adults aged 18 or over, not children. We do not knowingly collect personal information from children under 13. If you believe a child provided it, contact us to investigate and remove it as appropriate.

We update this policy when processing changes. The effective date appears above. For material changes, we provide a prominent notice in the service or by email where appropriate, and obtain consent before a new use when legally required.